Dwayne sent a message to Arne M. Sorenson – President and Chief Executive Officer of Marriott International, Inc. – Email Address that said:
Good Morning, I secured a booking through Hotels.com at the Spring Hill Suites in Milford CT for last Saturday, September 17th. When we arrived late that evening, we weren't greeted, asked if we've stayed there before, offered an apology for the inconvenience of the renovations, or given directions since the hotel has completely changed architecturally. I did inform the front desk of this the next morning and was assured that there were other concerns about this individual pending and that he probably wouldn't be there at the time of our next visit. I was then introduced to a young woman who was new and was in training to replace the person we interacted with.
My card was charged 154.++ for the room at the time of the booking earlier on the 17th.
This morning, I discovered a second charge on my credit card for $132.53. I called Hotels.com who called the hotel, who stated the charge was done in error by the initial person who checked us into the hotel. This is completely unacceptable and I'm very dissatisfied. We usually stay at Marriott Hotels when we travel because of the standards and expectations we're used to. I was told it would take 3-5 business days to refund this charge back to my credit card. I would like to have it refunded asap please because it has caused a fee to be added to my balance as a result. I appreciate you assistance in this matter. . Unfortunately, I'm not sure we'll continue to stay at Marriott Hotels. Refund of the double charge asap please!
Dwayne
